1、 酒店房务英语酒店房务英语Module OneMaking Reservations leading-in Situational dialogues Pattern Drills Role play Policies and Procedure of Making Reservations ReadingHotels and Room Division Department(I)Module OneLeading-inmake reservations by letters by emails going to the hotel in person via the Internet ove
2、r the telephonesending fax Think of the question when you study the dialogues:What does a reservation call include?(who makes the reservation/when for reservation/what type of room for reservation/how much of the room rate)Situational dialoguesThe following pattern drills should be recited by the st
3、udentsRoom Reservation.Can I Help you?/Reservations.Can I help?Id like to reserve a room.Which/What kind of room would you prefer?A double room,please.What is the date,please?/Which date will that be?/When for,please?How many guests will there be in your party?May I know your name/phone number/email
4、?What is the rate?Id like to confirm your reservation.Thank you for calling us.Pattern drills Reservation Enquiry CardDate_28th.August_ name of guest Mr.Johnson Requirements:single_ double_ triple_ suite_?_Date of arrival _28th.August_ time of arrival _8:30 P.M._Booked by _Mr.Johnson_ Company _ Brit
5、ish Clothing International_Address _25 Breakfield,Coulsdon,Surrey,England_ Telephone number _756-2691_Room rate _$400 per day_ Method of payment _in cash_Special requirements _an executive suite with a nice view_Employees signature _Role play1.Greet the caller.2.Try to understand why the caller call
6、s.3.Obtain the information for the guest.4.Check room available.5.Appreciate guest.Policies and procedures of making reservationsthe definition of the hotel(para.1)the history of hotel industry(para.2)the diversity of the hotel(para.3)the classification system of the hotel(para.4-10)the main functio
7、nal departments of the hotel(para.11)ReadingHotel and Room Division Department(I)酒店房务英语酒店房务英语Module Two Checking in leading-in Situational dialogues Pattern Drills Role play Policies and Procedure of Registering Guests with Confirmed Reservation ReadingHotels and Room Division Department(II)Module T
8、woLeading-in the correct check-in Procedures Greet the guest.Ask the guest whether he or she has the confirmation.Ask the name of the guest.Help the guest fill in*the registration card or form.Give the guest the key card.Call the bellman to take the guest to his/her room.Dialogue 1Filling in the Reg
9、istration card/formcheck whether the guest has the reservationhelp the guest fill in the registration cardDialogue 2Group registrationhelp the group guests check inSituational dialoguesDialogue 3Checking in for Walk-in guestshelp the walk-in guest without reservation check intry to meet their needsD
10、ialogue 4 Guests Who Arrive Latehelp guests who arrive late make a reservation in other hotelsThe following pattern drills should be recited by the studentsWelcome to our hotel.Can I help you?Do you have a reservation with us?Ill check our reservation record.Could I have your name,please?Im sorry to
11、 have kept you waiting.Yes,you reserved a double room.Would you mind filling in this registration form?Could you show me your passport for a moment?Here is your room key and breakfast voucher.I hope you will enjoy your stay with us./I wish you a pleasant stay with us.Pattern drills Registration Form
12、 of Airport Hotel Room No._2021_ Surname _Brown_ First name _Peter_Sex _male_ Nationality Canada_ Date of Birth _April 3rd.1960_Passport number _7734021_ Visa No.and date of validity _5 years_Permanent address _Canada_Occupation _engineer_ Object of stay _on business_Arrival date _Oct.15th._Departur
13、e date _Oct.22nd._Where from _Canada_Where to _Hongkong_On checking out,my account will be settled by:cash travelers check credit cardReceived by_Guest Signature_Role play1.Greet the guest.2.Identify and inquire the guests name.3.Check the reservation in the computer.4.Confirm the room type.5.Advise
14、 the guest of getting his registration.6.Check in the guest in the computerPolicies and procedures of Registering guests with confirmed reservationthe importance of the rooms division department(para.1)the function of the rooms division department(para.2-3)the organization of the front office(para.4
15、)ReadingHotel and Rooms Division Department(II)Front deskUniformed serviceFront officefront deskAssistant front office managerfront office managerNight auditorreservationistReservationist supervisor receptionist shift managerUniformed serviceconcierge shuttle driverLift operator doorpersonbellstand
16、telephonist switchboard operatorHead cashier cashier the duty of the front office(para.5)the duty of each position in the front office(para.6-12)酒店房务英语酒店房务英语Module ThreeUniformed Service leading-in Situational dialogues Pattern Drills Role play Policies and Procedure of handling guest enquiries and
17、introducing facilities ReadingHotel ConciergeModule ThreeLeading-in the conciergeis an important position in large hotels should be courteous,professional,friendly and ready to smile.making bookings,helping with travel arrangements,knowing what local services are available,and delivering mails.the b
18、ellman has the most frequent contact with the guests.takes care of the guests luggage.uses a cart when moving luggage.Dialogue 1 The Bellman Shows the Guest Her Room Besides showing the room to the guest,what is other duty for the bellman?(rooms introduction and services introduction)Dialogue 2Ticke
19、t Booking Service whats kind of information should be known by the concierge when booking flight tickets for the guest?(flight airline,when,classes,etc.)Situational dialoguesDialogue 3Ordering a Taxi What should be known by the concierge when ordering a taxi for the guest?(when,where,charge,car type
20、 etc.)Dialogue 4 Limousine Service What does a concierge do when the guests leave the hotel?(see them off)The following pattern drills should be recited by the students Let me help you with your luggage./Ill take care of your baggage.Ill show you up to your room.Here is your room 1012.Ive opened the
21、 door.You first,please.Shall I open the curtains for you?Dial 8 for laundry service.The laundry bag is in the closet.I am able to get you two tickets for tomorrow.Shall I arrange a taxi for you,sir May I be of further service,madam?If you need any further service,dont hesitate to telephone us.Patter
22、n drills Using the above dialogues as a model,try to create a new dialogue with your partner.A:Mr.Johnson has registered in the Front Desk and gets the room card.B:The Coopers and their children want to go on a tour of the Tianjin City.Role play1.Be aware of all the facilities that are available.2.I
23、f you do not know something,by saying,“Mr./Mrs.XX,I will check it and get back to you within 5 minutes.”3.Ask the guest some questing to determine further needs.4.Make guest aware of hotel services.5.Explain use of key 6.Switch on the lights.7.Check and explain8.Hope the guest a pleasant stay.Polici
24、es and procedures of handling guest enquiries and introducing facilitiesthe introduction of concierge service(para.1-2)dating back the history of concierge(para.3)the introduction of“the Golden Keys“organization (para.4)Concierge characteristic services (para.5-6)Reading Hotel Concierge 酒店房务英语酒店房务英语
25、Module FourServices at the Front Desk(1)leading-in Situational dialogues Pattern Drills Role play Policies and Procedure of using the safety box Reading Top Hotels in the World(I)Module FourLeading-in Why the front desk is the“public face”of a hotel?Why guests often get a good or bad feeling about w
26、here they are staying within the first few minutes of their stay?(often based on the helpfulness and friendliness the staff should be aware of the requirements from the guests and get prepared to solve all of their problems.)The dialogues are about the services that hotels provide A Room Change in D
27、ialogue 1 A Safe Deposit Box in Dialogue 2 Showing Directions in Dialogue 3 Guests Who Arrive in Late Dialogue 4Situational dialoguesThe following pattern drills should be recited by the students Reception.May I help you?Can you change the room for me?Its too noisy Im awfully sorry,sir/I do apologiz
28、e/No problem,sir Well manage it,but we dont have any spare room todayCould you wait till tomorrow？Pattern drills ROOM CHANGE SLIP Name:Mr.Simon From 3009 To 3020Room No.:3009 Room Rate:$210 Date:20th.May Remarks:the room is too cold and the bed is not comfortable.CC:Housekeeping;Information;Deposit;
29、Cashier;Reservation;Switchboard;BellboyRole play1.Greet the guest.2.Ask the guest fill up the form.3.Choose a safety box according to size of the item.4.Open the box with both keys.5.Give one key to the guest.6.GSA checks the form,put the safe deposit number on the card and signPolicies and procedur
30、es of using the safety boxthe types of the hotelsReading Top Hotels in the World(I)hotelUpscale LuxuryFull Service Select ServiceLimited Service Extended Stay Timeshare other characteristic hotelsCharacteristic hotelsUnusual hotelsTreehouse hotels Bunker hotels shoe hotels Cave hotelsCapsule hotelsH
31、istoric hotelsCultural hotels world record hotels 酒店房务英语酒店房务英语Module FiveServices at the Front Desk(II)leading-in Situational dialogues Pattern Drills Role play Policies and Procedure For Lost and Found Reading Top Hotels in the World(II)Module FiveLeading-inAs the important staff member of Front De
32、sk,a receptionist should be professionalism,style and excellence.1.Acceptable Behavior Keeping you composure under pressure Keeping you attitude positive Being aware of what is happening on your shift 2.Acceptable Behavior Failing to acknowledge a guest Personal conversations with other associates i
33、n front of a guest Turning you back to the guest to do other work Dialogue 1 Maintenance Service How to do the maintenance service?(saying sorry to the guest,then sending the repairman at once to do the maintenance.)Dialogue 2 Baby-sitting Service What information does the receptionist know when pro
34、viding the baby-sitter service to the guest?(the time of taking care of the baby,special requests to the baby-sitter etc.)Situational dialoguesDialogue 3 Lost and FoundHow to help the guest who lost the wallet?(saying sorry to guest,getting the details about the wallet,trying to find the lost thing
35、and inform the guest as soon as finding it etc.)Dialogue 4 A Package for Mr.Martin Does the hotel meet all the needs from the guest?(yes)The following pattern drills should be recited by the students What seems to be the trouble,sir?There seems to be something wrong with the lights in my room.Dont w
36、orry.We are sure to have it fixed right away.Ill send a repairman immediately.We do apologize for the inconvenience.Our baby-sitters are well trained and quite experienced.At what time would you like the baby-sitter to come to your room?Pattern drills Using the above dialogues as a model,try to crea
37、te a new dialogue with your partner.A:Mr.Johnson calls the reception desk that there is something wrong with the air-conditioner in his room .B:Mr.Ben calls the reception desk that he lost his jacket,and his passport is in it Role play1.Handling 2.Handover the item to office 3.Storage 4.Claiming Pol
38、icies and procedures of handling guest enquiries and introducing facilities Hilton Worldwide is a global hospitality company.(para.1-6)Four Seasons Hotels,Inc.is a Canadian-based international luxury hotel management company.(para.7-14)ReadingTop Hotels in the World(II)酒店房务英语酒店房务英语Module SixBusiness
39、 and Entertainment Services leading-in Situational dialogues Pattern Drills Role play Policies and Procedure of Business Center Agent Reading Searching for a Healthier LifestyleModule SixLeading-in Tourists experiences consist of five essentials traveling sightseeing and entertaining lodging eating
40、and drinks shopping Think about the question:What kind of services can the guest have in Business Center?(sending a fax,simultaneous translation,xeroxing,etc.)Dialogue 1 At the Business Center What kind of services can the guest have in Business Center?(to send a fax,to do simultaneous translation,t
41、o Xerox)Dialogue 2In the Health Club What kind of services can the guest have in Business Center?(to provide both facilities and service)Situational dialoguesDialogue 3 Sauna Is One of the Great Pleasure of Life What kind of services can the guest enjoy in the sauna room?(dry sauna,wet sauna,massage
42、)Dialogue 4 The Meeting Room What kind of services does banqueting office provide?(overhead projectors,slide projectors,white boards,flip charts)The following pattern drills should be recited by the students I want to send a fax/telex/letters/parcels.I need to have one copy of this contract.Would yo
43、u please have this contract copied?Do you have a health club/a jogging track/an indoor swimming pool?Is there a sauna/a panoramic bar/casino/Turkish bath?What services do you have in the center?We have spring expanders,dumb-bells,weight lifting machine and many others.Pattern drills Using the above
44、dialogues as a model,try to create a new dialogue with your partner.Mr.Blake,one guest at Friendship Hotel,is talking with a recreation clerk how to take the sauna.Miss Showers wants to have a copy of an agreement.She wants to pay in cash.She goes to the Business Center and asks the clerk for help.M
45、rs.Henderson wants to mail a Chinese traditional costume to her friend in London on his birthday.So she comes to the Business Center and asks for details about the price.Role play1.Handles guests requests and needs.2.Operates office machines.3.Familiar with different computer programs.4.Handles docu
46、ments and parcels.5.Reservation of conference Room and arrangement of refreshments.6.Booking Overseas calls.7.Handles payment.Policies and procedures of Business Center AgentHotels provides popular facilities for sports.(para.1-3)the most popular facility-spa.(para.4-5)the common recreational activi
47、ties in the hotel(para.6-14)ReadingSearching for a Healthier Lifestyle 酒店房务英语酒店房务英语Module Seven Telephone Service leading-in Situational dialogues Pattern Drills Role play Policies and Procedure of Telephone Etiquette Reading TelecommunicationsModule SevenLeading-in simple introduction of hotel tele
48、phone service What kind of service does hotel telephone operator offer?(A Morning Call Service,long-distance or international calls,a call from outside,etc.)Do most hotels charge for both local telephone calls and international calls?(no)Dialogue 1A Morning Call Service Telephone operator offers a m
49、orning call service to the guest.Dialogue 2An Overseas Person-To-Person Call If the guest needs,telephone operator offers an overseas person-to-person call serviceSituational dialoguesDialogue 3A Call from Outside Telephone operator receives the calls from outside and meets their needs.Dialogue 4 An
50、swering Guests Inquiries Telephone operator receives the calls inside of hotel and answering their inquires.The following pattern drills should be recited by the students Operator.What can I do for you?Id like to make an international call.May I have your name and room number?I will try to get you t
